Question 1

How do I get help if something goes wrong with a bill payment?

Accepted Answer

Prune offers multiple support channels to help you resolve bill payment issues quickly. Every bill payment is fully traceable, and support can track transactions using BBPS references, transaction IDs, and bank logs.1) In-app chatbot (24×7)The fastest way to get help for common issues such as:Failed paymentsRefund queriesPending/processing statusWrong bill detailsDouble debitsThe chatbot also provides guided troubleshooting flows based on your biller type.2) Order-level support tickets (recommended)Each transaction in Bill Payments → My Payments has a Raise Ticket option.This links your issue directly to the specific payment, so support can use:Transaction IDsBBPS reference numbersBank/payment gateway logsto resolve the case faster.3) Email / escalation supportFor complex cases, Prune may coordinate with:Payment gatewaysBanksBillers/utilitiesThis is used when additional investigation or formal reconciliation is required.

Question 2

My bill is not showing in Prune. What should I do?

Accepted Answer

A bill may not appear for several reasons, and in most cases it resolves once the biller generates the new cycle bill or the system refreshes.Common reasonsThe biller has not generated the new bill yetThe consumer/account number entered is incorrectTemporary downtime at the biller or BBPSA maintenance window on the biller’s sideSteps to tryDouble-check your consumer/account detailsRefresh the biller page and fetch againTry again after a few hoursCheck the biller’s official website/app to confirm whether the bill is generatedIf the bill is live on the biller’s site but not on PruneOpen the biller page in Prune and tap Raise Ticket.Support will investigate and help you complete the payment safely.

Question 3

Can I edit or delete a saved biller?

Accepted Answer

Yes. You stay in full control of your saved billers.You can:Edit the consumer/account number (if you shifted or changed connection)Change the nickname (e.g., “Home Electricity”, “Office Internet”)Remove outdated or inactive billersAdd new billers anytimeThis is especially useful if you manage multiple homes, rental properties, offices, or family bills.

Question 4

Can I save billers for faster payments next month?

Accepted Answer

Yes. This is one of the biggest advantages of using Prune Bill Payments.Saved billers make monthly payments faster, safer, and easier to manage.Benefits of saving billersSaved billers allow:One-tap payments every monthAutomatic bill fetching each billing cycleReduced risk of entering the wrong consumer/account numberA personalized bill dashboard (home bills, office bills, etc.)How it worksOnce a biller is saved, it appears automatically whenever a new bill is generated, so you can pay quickly without re-entering details.

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Saved Billers & Support

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About Bill Payments

Supported Billers & Services

Payments & Processing

Receipts & Tracking

Failed Payments & Refunds

Saved Billers & Support